Super Star’s Superstar Support
In recent years the introduction of things like RTI and Auto-Enrolment have meant that payroll teams have had to deal with an increased workload with the same resources; and with GDPR now on the horizon, there is one more thing payroll professionals have to stay one step ahead of.
At Star, we recognise that in this ‘New Reality’ of payroll it is important not only to be using the best software, but also to have the reassurance of first class support whenever you need it.
In our latest Client Support survey, we have achieved a phenomenal Net Promoter Score (NPS) of 84.2% (against a sector average of 58). The Summer score was an already impressive 67.8%, which means our clients have rated our support to be better than ever.
We recognise that payroll is very time sensitive so when you need an answer, you need it fast and there is nothing more frustrating than being stuck on hold waiting to get through to someone. The average time it takes our support team to answer the phone is consistently less than 10 seconds and with dedicated product champions, you can be sure that no matter how complex the query is, someone will be on hand who can help.
Our latest NPS results reinforce this, with clients scoring us higher than ever before in:
- Ease of contacting support desk
- Speed of first response to query
- Speed of resolving your problem
- Friendliness of our support team
Feedback from clients include:
‘If a company wants to base their payroll support and helpdesk operations on the best, they would be well advised to look to STAR. Friendly, knowledgeable, quick turnaround and technically on point. And that’s regardless who answers the phone or email.’
‘I know when I ring staff will be professional, knowledgeable and friendly and give me confidence in the responses I receive.’
‘It always has been and continues to be better than other software I have seen (and I do check :))’
Finally, a big thank you to all of you who responded to our survey, and for those of you who have not yet joined the Star family, we hope you will see yet another reason for you to do so!